IT Service Desk Technician

Squarcle is a growing strategy, operations, and digital consultancy dedicated to driving performance and delivering real change for our clients. We pride ourselves on a people-first culture where delivery is just as critical as design.

Our Technology and Support function underpins everything we do. The team provides seamless, responsive support across two core environments: ensuring our internal consulting and operational teams have dependable, secure tools, and acting as the dedicated front-line service desk for clients utilising our proprietary digital products and services.

We are looking for an enthusiastic, customer-focused IT Service Desk Technician to join our team. In this role, you will provide essential 1st and 2nd line support across a balanced, "dual-focus" service desk environment - supporting both our internal colleagues and external client users of our custom digital solutions.

You will be the first point of contact for technical inquiries, incident triage, and service requests. Whether assisting internal staff, device setups and cloud access or supporting external users navigating our digital application via standard operating procedures, your focus will be on delivering prompt, friendly, and effective resolutions.

You may need to attend client sites to provide in-person support, assist with on-site queries, and foster strong, positive relationships with external users.

Front-Line Service Desk & Incident Support (Internal & External)

• Act as the primary point of contact across our ticketing systems, handling incoming service requests and incident reports from both internal team members and external product users.

• Triage, categorize, prioritise, and log tickets accurately, maintaining clear and timely communication with users through to resolution.

• Perform first- and second-line troubleshooting for software, cloud services, and hardware issues, adhering to established service levels.

• Follow standard operating procedures and technical runbooks to resolve user queries regarding our digital application, liaising directly with product development teams when code defects or deeper technical issues arise.

• Escalate complex infrastructure, network, or security incidents to senior technical staff with comprehensive initial diagnostic notes.

Hardware Provisioning & Endpoint Administration

• Build, image, configure, and issue standard enterprise laptops and peripherals for new starters and existing staff.

• Assist with routine device maintenance, operating system patching, and software deployments using remote monitoring and mobile device management tools.

• Coordinate hardware repairs, warranty returns, asset tracking, and device recovery during staff offboarding.

• Assist in troubleshooting local office and meeting room equipment, including displays, docks, and video conferencing systems.

Cloud Identity & User Administration

• Process routine user lifecycle requests (user onboarding/offboarding, account creation, group memberships, and license allocation) within modern cloud directory and productivity suites.

• Assist users with access permissions, file sharing, and folder structure queries across collaboration platforms.

• Support common productivity tools, email clients, and communication software across desktop and mobile devices.

On-Site Client Presence & Collaboration

• Travel to client locations as needed to provide in-person support, triage queries, and assist client staff with our digital solution.

• Maintain a professional, approachable presence as a representative of Squarcle during all client visits.

• Assist in keeping service desk documentation, knowledge base articles, and end-user guidance up to date.